Overview

RuralShores' business model has been created to ensure scalability and sustainability of its operations by creating real value, not only for the shareholders, but for all stakeholders and to have a positive contribution to the communities in which it functions. Hence utmost care is taken to ensure the standardization of the centres across the landscape of India.

Most of our rural centres are fully owned by RuralShores. However, for few, the investment in infrastructure (land, building, equipment) is made by our partners (rural entrepreneurs) while RuralShores manages the business. The ownership model has however no bearing on business of RuralShores.

Centers Location:

The selection of the location is very vital so that the core objective of RuralShores is achieved.
The following defined parameters help us in selecting a centre:

  • Small town or a large village (15,000 – 40,000 population size)
  • Easily accessible by road from all surrounding villages
  • Reliable power supply
  • Availability of two broadband service providers
  • Availability of sufficient resources and less prone to natural calamities

Rathinagiri Walkthrough


Infrastructure

Each RuralShores centre is designed to provide a comfortable and professional working environment while maintaining strict access control and information security procedures. It has the following components:

  • Physical Infrastructure
    • Typically 2500-3000 sqft built-up area with 100-150 seats
    • Centrally located to serve a cluster of 10-12 surrounding villages
    • Easily commutable for all employees
    • A concrete structure immune from floods, fire, etc
    • Paramount importance given to security of employees and facility
    • Diesel powered backup generator
    • Professional workstations with ergonomically designed chairs for back rest
    • Dedicated line power supply
  • Technical Infrastructure
    • Modern computing systems (desktops)
    • State-of-art server
    • Bio-metric based access control
    • Uninterrupted Power Supply (UPS)
    • Cat-6 Cabling for high-speed access
    • IP enabled CCTV
    • Network equipment including Routers, Switches and Firewalls
    • Broadband connectivity with at least two service providers

RuralShores Technology Environment

The key to RuralShores IT environment is availability of reliable high speed telecom links - without which delivery out of rural areas would not be possible.

Technology / Telecommunications have played a vital role for RuralShores in taking jobs and operating from rural locations. Telecom services providers such as BSNL, Reliance etc. have been able to extend reliable connectivity via internet services, leased line circuits in rural areas. This is the single most important technology driver that enables rural rollout. Other technology components include the backend network gear that includes the routers, switches, etc. for LAN connectivity to the WAN. The WAN or Wide Area Network consists of state of high speed leased lines, internet leased lines and a pan India MPLS cloud infrastructure which has built in benefits such as cost savings, QoS, improved performance, ease of augmentation - future proofing the network etc. Redundant WAN links are also deployed to ensure high availability and continuity of service should the there be any failure in the primary link.

RuralShores being located in very remote or tier 4 and 5 towns, availability of fibre optic links are a major challenge and hence Radio Frequency links are also deployed to complement FO links.

RuralShores also deploys robust technology infrastructure at its rural delivery. This includes enterprise desktops, passive structured LAN CAT6 cable network, Cisco and HP switches, Firewalls and servers.

Physical access security being another critical part of IT infrastructure is managed by deploying IP enabled bio-metric devices at all key entry and exit points, in addition the entire delivery centre is continuously monitored by IP enabled CCTV cameras.

RuralShores leverages latest technologies such as cloud services (IaaS & PaaS) to support internal and client information needs by hosting in-house developed software applications. It has an integrated cloud infrastructure for both network and applications. In addition, a cloud based ERP - SAP Business ByDesign is currently under implementation.

Resources

Each centre employs 150-200 rural youth as Process Associates from a cluster of 10-12 surrounding villages. These people will have minimum of 12th standard education, are in the age group 18-24 years and have successfully completed a foundation training comprising English, typing and soft skills. They are primarily from farming background and are enthusiastic and willing to learn. Depending on the complexity of the process, a Process Lead (PL) is assigned for every 15-20 Process Associates. He trains and handholds the team in the service delivery. The PLs generally have a post-graduate degree and at least 1 year of experience in the industry. They are responsible for quality of work generated by member associates. Centre Manager (CM) has overall responsibility for service delivery out of their respective centres. The CMs usually have minimum of 5 years of working BPO experience. They manage delivery through PLs for all client(s) processes. They interact with client and share daily quality metrics and dash boards.

Introduction

Information is a very critical asset in IT and BPO operations. It has significant value in RuralShores’s operations. Information security controls protect information assets from a wide range of risks in order to ensure business continuity, minimize business damage and safeguard ours and our customer’s business interests.

Information security implies ensuring:

  • Confidentiality ensuring that information is accessible only to those who are authorized to have access.
  • Integrity safeguarding the accuracy and completeness of information and processing methods.
  • Availability ensuring that authorized users have access to information and associated assets when required.

A Comprehensive Information Security Policy document is available for sharing with customer on request basis.

Information Security

  • Ensure protection, confidentiality, integrity & availability of vital customer information & physical security of the facility
  • International Security Standards complied with
  • Stringent Information Security measures at par with any reputed BPO enforced

Physical Infrastructure Level

  • Access Controlled entry
  • Paperless environment
  • Systems with writing devices disabled
  • CCTV monitoring
  • Dedicated Security Personnel

Procedural Level

  • Engagement of professional consultants for information security expertise
  • Orientation of employees about Information Security Policy at induction
  • Signing & acceptance of Non-Disclosure Agreement by every employee
  • Close monitoring of activities of data in network and associates
  • Regular security audits and sweeps
  • Adherence to any additional client mandated procedures
  • Vision of planning for ISO 27001 certification